Muhamad Hafiz Jamlay Email & Phone Number

Pos Malaysia Hq

Pos Malaysia Hq

Paka, Terengganu Malaysia

-Act as focal point providing first level support and guidance to end users in installation, testing and technical problem resolution of IT equipment and other office automation facilities.-Coordinate PC vendors, iPerintis Delivery Units and other service providers in implementation, relocation and delivery of service requests and technical problem resolutions for IT equipment and other office automation facilities.-Effective and efficient use of applications and technology solutions to ensure user compliance with policies and procedures.-Optimize the IT infrastructure, resources and capabilities, and accounting for IT assets by establishing and maintaining accurate and complete repository of asset configuration attributes and baselines, and comparing them against actual asset configuration.-Maintain up to date IT facilities inventory and manage effective disposals of obsolete IT facilities.-Ensure satisfaction of end users with service offerings and service levels, and reducing solution and service delivery defects and rework.-Maintain data integrity and ensure that IT facilities can resist and recover from errors and failures.-Coordinate periodic meetings with vendors and service providers on service levels agreements and issue resolution.-Provide training and guidance to new users on effective utilization of IT facilities.-Provide (daily/weekly/monthly) reports on delivery of IT and office automation facilities services for management reporting.-Participate in regular status updates to the Section Head, across other sections and Regional IT.-Comply with the budget allocated for projects & participate in the operations business cycle.-Coordinate and participate in the implementation of new projects relating to office automation and computing facilities.

Cyberjaya, Malaysia

-Provides administrative support ranging from desktops, notebooks, monitors, projectors and docking station.-To be Single Point of Contact for all IBM products, customer range from personal to corporate users.-Provide courteous & professional support to customers-Fast understanding & implementation of knowledge on call handling processes.-Handle technical escalation to Country Team/L2 (3 parts approval, country approval, 5 cases & above, etc)-To check for technical retain or possible confidential known issue before approving for parts and action plan which involve 5 machines and above. To raise ticket to higher level if required-To provide recommendation for complex issue to Line Lead-To work with and keep track of technical escalation (product or software matters escalated to level 2 support)-Provide parts assistance to Line Leads and agents-To work with country team to resolve SLA related matters-To assist in customer satisfaction issue which relates to technical dissatisfaction-Attend weekly technical review & discussion via teleconference